Inhalt: This course focuses exclusively on what can go wrong during even the most well-intentioned customer success engagement. It not only discloses what the most common problems, mistakes, and barriers to success are, but also provides practical, step-by-step guidance on what the CSM can do to overcome each one. The course includes guidance on things like neglecting to develop a coherent and measurable definition of success, focusing on technical issues at the expense of a customer''s business objectives, and forgetting to continuously invest in professional development for frontline CSM staff. This course can be taken on its own or as one in a series of courses from PracticalCSM.com that build upon each other to cover the entirety of CSM best practices in greater detail. Umfang: 00:35:36.00
Inhalt: It''s critical for customer success managers (CSMs) to have a solid understanding of how businesses work and how value is created and measured, yet relatively few CSMs ever receive training on this vital subject. This course can help CSMs quickly get up to speed by providing a primer on the fundamentals of business management. Learn about the connections between customer success and business awareness, the reasons why businesses exist, how businesses create value, and how expenditure and profits are calculated. Review how businesses work in terms of how they are organized, what they do, what resources they need, and what relationships they have with other entities. Plus, learn about the principles of business management, including how and why change occurs within a business and how business strategy is formulated and applied. This course can be taken on its own, or as one in a series from PracticalCSM.com that build upon each other to cover CSM best practices in greater detail. Umfang: 01:09:47.00
Inhalt: New to customer success management (CSM)? This course can help you get up to speed with the fundamentals. This course address what CSM is and why it's important; what types of situations CSM applies to; and how CSM can help increase a company's sales revenues and profitability. The course then reviews the 14 tenets (or guiding principles) of customer success. Collectively, these tenets outline the role of the CSM in ensuring that customer success occurs and that its benefits are realized by both the CSM's own company and its customers. This course can be taken on its own as an introduction to the topic, or as one in a series of courses from PracticalCSM.com that build upon each other to cover the entirety of CSM best practices in greater detail. Umfang: 00:58:14.00
Inhalt: Becoming a proficient customer success manager (CSM) cannot happen overnight. Once you've learned the basic processes and best practices for the core CSM activities, you then need to practice by testing your knowledge in real, customer-facing situations. In this way, you can gain experience and learn lessons to refine, improve, and hone your capabilities. But it's not enough just to do the work. Alongside the preparation, onboarding, adoption, and value realization activities that CSMs perform as they work with their customers, they also need to evaluate their own performance as a CSM-as well as how a client engagement has fared overall-in order to determine what's working and what's not. Then, the CSM can take proactive steps to repeat what works and fix what doesn't. This course can be taken on its own or as one in a series of courses from PracticalCSM.com that build upon each other to cover the entirety of CSM best practices in greater detail. Umfang: 00:35:44.00
Inhalt: The secret to most professions lies in the preparatory work, and this is no less true for customer success managers (CSMs). When faced with a new customer engagement, the starting point for any CSM is to prepare themselves by performing thorough research and analysis to understand the customer, their challenges and initiatives, and details about the solution they purchased. After this, the CSM needs to prepare the customer's key stakeholders for the upcoming onboarding, adoption, and value realization work that lies ahead of them if they are going to generate successful outcomes using the CSM's company's solutions. This course takes CSMs through the processes and steps needs to ensure that both they and their customer's stakeholders are ready to proceed with making the customer's initiative successful. This course can be taken on its own or as one in a series of courses from PracticalCSM.com that build upon each other to cover the entirety of CSM best practices in greater detail. Umfang: 00:55:06.00
Inhalt: Onboarding and adoption are two of the essential activities for new customers that CSMs are responsible for. Learn how to guide customers through these two important stages, and prepare them for the upcoming value generation and realization work that lies ahead of them if they are going to attain successful outcomes from using your company's solutions. This course takes customer success managers through the processes and steps needed to ensure that their customer's stakeholders are fully prepared and ready to proceed with making the customer's initiative successful. It then provides guidance on how to help those stakeholders to train and prepare their end users to adopt and use the solution that they purchased. This course can be taken on its own as an introduction to the topic, or as one in a series of courses from PracticalCSM.com that build upon each other to cover the entirety of CSM best practices in greater detail. Umfang: 01:15:49.00
Inhalt: A critical aspect of any customer success manager's (CSM) role is to help customers generate measurable value from the solutions they purchase. It's only by realizing value from a solution that a customer will want to renew or increase their existing service contracts or make additional purchases. Helping customers understand the value they are getting is precisely what being a CSM is all about, and the value-realization stage is a critical one, since it's during this stage that customers start to realize a return from their investment in the CSM's company's solutions. This course explains how CSMs can help customers determine their outcome requirements and then maximize the value they get from their solutions, as well as measure and report on that value to prove the ROI to decision makers. This course can be taken on its own or as one in a series of courses from PracticalCSM.com that build upon each other to cover the entirety of CSM best practices in greater detail. Umfang: 01:05:10.00
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